A department manager, Darren Cooper, has called the ICT Support Service Desk and left the following voice message:

Hi, this is Darren Cooper. My laptop has stopped working. I noticed that it was running very slow in the past few days. Today it just won't start and I'm unable to do anything. I have a management meeting in two hours. Can you please fix this problem for me urgently? Otherwise can you provide me with a replacement laptop in the meantime? Please call me back if you need more information. Thanks.

You returned Darren's call to verify their details, organise pickup of the faulty laptop and supply a replacement laptop.

You have now received the client's laptop and confirmed that it is faulty. You have determined the following information about the laptop:

• Purchase date: 1.5 years ago
• Warranty period: Two years
• Laptop model: HP Pavilion Laptop 15-eg0053TU
• Manufacturer: HP
• Serial number: ABC76KP09
• Vendor documentation: https://support.hp.com/ee-en/product/hp-pavilion-laptop-pc-15-eg0000/35719379/manuals
• Partner ID: GEXYZ123
• Contract number: GE-HP0091

1. Create a new record, identifying and recording all necessary information about the issue. Make sure that you check whether the hardware is currently supported by Gelos.

1. Analyse the impact of the problem and record its impact, urgency and priority, according to the ICT Support Service Level Agreement.

1. Assign the task to the relevant job role, assessing whether it needs to be escalated/referred, according to the ICT Support Service Level Agreement.